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Queue Treatment

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Queue Treatment

Queue Treatments drive the experience of a customer while they are connecting to an agent.

Every Queue Treatment can be configured to serve a partner, multiple business segments and multiple languages.

This could either be the experience before the customer's conversation is queued or the experience while the customer is waiting to be connected to an agent. Every Queue Treatment is in turn divided into 2 parts - prequeue treatment and inqueue treatment.

Prequeue Treatment

This comes into picture when the customer has just initiated a conversation via voice (will be expanded to more channels in the future). It allows for a series of announcements to be played which can either notify the customer about an emergency or can be used for marketing purposes. Most importantly, these announcements are guaranteed to be played in entirety (non-interruptible) before an agent joins the conversation.

Inqueue Treatment

The inqueue treatment on the other hand is played to the customer while they are on hold waiting for an agent. The objective is to let the customer know that they are important and they haven't been forgotten.

The inqueue treatment is more dynamic than the prequeue treatment and allows a combination of the following experiences -

  • Message - A message that is played to customer.
  • Queue Music - Music that can be configured per queue treatment and is played to customer while they are in queue waiting for an agent. The duration for which this music plays is configurable.
  • Queue wait time - Allows to playback remaining wait time to customer while they wait for an agent.
  • Callback - Allows to offer callback while the customer's place in queue is maintained. This is for a scenario where a customer realizes they cannot actively wait any longer due to some other work. This option is offered only if the customer's wait time is above the configured threshold.

Any sequence of the above experiences can be configured within a queue treatment. We have plans to expand this capability to offer other relevant options to the customer while waiting, such as suggest an alternate queue with a lower waiting time etc.

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